Operations Manager (Technical), Santa Rosa City in Santa Rosa City, Calabarzon

Operations Manager (Technical) Job ID S_D-0743847 Job type Full-time Regular Work country Philippines Position type Professional Work city Santa Rosa City Posted 17-Apr-2015 Travel No travel Job area IT&Telecommunications (non consulting) Business group IBM Sales&Distribution Job category IT Specialist Business unit HR S&D Job role General Other IT Specialist Job role skillset General Commissionable/Sales-Incentive jobs only No Job description JOB DESCRIPTION Responsibilities: Single point of contact for the India operations from an overall account perspective. Attend operational meetings and (as requested and scheduled) with the VCSC and the IBM strategic site. Review productivity measurements (Ex. calls per FTE) and alert IBM management of issues and/or possible concerns. (Attention: first line mangers also have this responsibility.) Act as the focal point for measurements, RCA, performance metrics. Receive training by AP Security and IBM India on physical security, terrorism defense, information protection, and emergency response planning. Oversee business controls at the location. Represent EUS for all audit purposes related to IBM's service. Ensure Work On boarding requirements are met for all accounts. Interact with sending geo contacts on all business issues related to IBM's service delivered from India. Participate in periodic forums. Provide periodic status reports on the business environment (in a mutually agreed upon format and frequency). Be the focal/escort for all sending geo personnel visiting the India location. Represent EUS for ongoing business changes related to IBM's service delivery (i.e., validation and continuity). Retain a current understanding of disaster recovery procedures. Achievement of the SLAs committed for the account Support all centre wide end-to-end process improvement initiatives and propose new improvement initiatives. Implement initiatives that will allow for a year on year productivity improvement Implement actions that are taken at a center level Ensure that Customer Satisfaction remains a key priority within the Team throughout the year Must utilize the resources within the team optimally Ensure the FLMs work toward the goals set for the process and drive consistency in performance across teams where managed by multiple FLMs. Ensure that the team maintains a strong business controls posture at all times, by ensuring that all members of the team are audit-ready at all times. Ensure ITCS 300 and clean desk policy compliance within the team Maintain a strong ISO position and ensure that the relevant ISO documentation is regularly updated Ensure that all members of the team have an IDP in place and that all members actively participate in their own skill development Must constantly develop their own skills and participate in appropriate education available Must communicate regularly with his/her employees, on a 1-to-1 basis as well as by means of team meetings. Recognize good behavior and manage problem situations through the performance management system Drive the Reward and Recognition Programs developed for the CSRs and Assistant Managers Ensure attrition levels are within the targets set for the business. Ensure that headcount levels within the team remain stable and utilize attrition data to improve identification of appropriate candidates. Ensure that CWF employees are fully integrated into the teams and offered (where appropriate) similar opportunities to their IBM counterparts Develop an in-depth understanding of CWF Management where applicable As per the FLM Development track, ensure that their FLMs are aware of the competencies Ensure that their FLMs have the opportunity to broaden their skills and be visible to the management team Ensure that their FLMs have monthly 1-to-1s with all CSRs within the team Develop and maintain a close working relationship with IBM sending country contacts Ensure all EUS employees are aware of business conduct guidelines Ensure that personnel are made aware of the objectives of EUS and work towards end-to-end improvements Must work proactively with other teams to assist them when capacity is available. This includes leadership team, not CSRs. Must support the overall objectives of EUS Management even if this means compromising their own objectives Ensure full compliance for Helpdesks for any security related items. Ensure desks follow processes as defined by central services Required * Bachelor's Degree * English: Fluent Additional information SKILLS REQUIRED People&performance management, Strategy orientation, Market awareness, Cost consciousness, Communication skills Presentation skills Development&Learning Orientation Leadership and collaboration Skills Facilitation Skills Customer / Quality Focus, proactive approach to problem identification Judgment and Decision Making People Management Ability Result Orientation Required Language Skills English  IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.Philippines IBM Santa Rosa City, PHL
Location
Santa Rosa City
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